Are you getting the necessary insights from your current reporting tools to make strategic decisions and take actions that are aligned to the company’s mission? Are your analytics providing you with the intelligence to optimize your resources, understand your process capabilities, and identify improvement opportunities in support of those overall business objectives?
Even in an economy where top management has set aggressive cost cutting objectives, we still find support centers overstaffed by as much as 25%, agent utilization as low as 50%, and up to 30% of escalations unnecessary. Alternatively, in companies where the main objective is to provide the best customer service, Customer Satisfaction (CSAT) data is nowhere to be found. Instead, managers and technicians are focused on improving Average Handle Time (AHT) and other internally focused metrics. Quite a stark disconnect.
How did this happen?
In most organizations, employees, including managers, are busy working on their daily tasks but often not focused on the right things. What’s worse, they don’t have the proper metrics and reporting in place to alert and guide them, so they continue down the wrong path. That’s why whenever we have discussions regarding metrics or analytics, we always start with the company’s strategic direction and ability to track everything to these goals. Otherwise, you are throwing darts at the wall while blindfolded and hoping that something hits the target.